Case Study -
Harrah’s Entertainment, Inc.: Rewarding Our People Section I - Case Overview
Harrah’s Entertainment, a fortune 500 and one of the largest casino entertainment companies had decided to move away from being a product based to more of a strategic marketingoriented company whereby tailoring its products and services based on customer data and creating a customer focused reward program. At the heart of Harrah’s reward program are its employees who would ultimately carry it out in the field. Therefore, to motivate and get employees energized, Harrah’s had instituted an incentive pay plan in order to rewardemployees in all its properties for improving overall customer service metrics. Harrah’s goals behind the said incentive plan were to implant a competitive mindset in its employees as well as to show that the employees are at the core of the company’s strategic customer focus plan. Through Harrah’s strategic customer reward program, the company gained the market share; however, it is not quite at the expected level. As such, employees in many properties did notget the incentive payout regardless of their tireless effort. This resulted in employees feelinglike their hard work was not recognized and that the management kept raising the bar on customer service goals. Harrah’s head of Human Resources was concerned that employeescould ultimately become discouraged which would result in a failure of the company’s new strategic plan on improving customer service.
Section II a - Strengths and weaknesses of Harrah’s gain
-sharing program
Harrah’s gain
-sharing program had successfully instituted a competitive mindset in itsemployees and increased customer service level. Through the program employees had statedto understand that they had a stake in improving the overall customer service. The gain-sharingprogram also gave a sense to employees that the company was ready reward employees for their hard work. In addition, managers’ bonus payouts were based on multiple factors such as gain in market share, improvement in customer satisfaction, and increase in company’s operating income. This allowed the company to hold mangers more accountable for managing their teams effectively and successfully contributing towards Harrah’s customer reward program.Despite its much strength, the gain-sharing program was not as effective in gaining the expected lever of customer satisfactions. Harrah’s management kept raising the bar on their expectations on customer service improvements whereby implicitly indicating that employeeswould not be able to meet the targeted results. The caused a breach in the psychologicalcontract as many employees did not receive the incentive payout, as promised by the company,despite working tirelessly and fulfilling their end of the bargain. Another weakness of the gain- sharing program was that it was not tied to the company’s operating income. Any suchstrategic incentive program should be tied to company’s bottom line. In other words, if the

company is not earning more revenue through program such as gain-sharing, which requiresinvestment in incentive plan for employees, it ultimately invalidates the merit of such program.
As such, Harrah’s increase in overall customer services through the gain
-sharing program didnot result in increased bottom line for the company.
Section II b - Advise for Merilyn Winn
Ms. Winn should reevaluate the incentive program she had designed to motivate employees to partake in company’s strategic plan on focusing on customer satisfaction.
First, the incentive plan should be tied to the company’s bottom line. In other words, Harrah’s should, on a regular basis, measure the effectiveness of the gain-sharing program by comparing it with its operatingincome. If the operating income has an upward shift, the gain-sharing can be deemed asmonetarily effective as the company is getting a return on its investment. Second, the gain-sharing program should have a set target on customer satisfaction. This would allowemployees to feel a sense of accomplishment once they hit the defined customer service target and thus would strengthen the psychological contract. Third, Harrah’s should solicit feedback from employees and include them in the overall evaluation of the gain- sharing program’s effectiveness. Fourth, Ms. Winn should plan on developing a program that is fully employeefocused in order to keep them motivated. For example, employees who hit the gain-sharingtarget would get the bonus and in addition, would qualify to enter a draw for an all expensespaid vacation. The employee focused plan also could include components such as, any division that positively contributes to the company’s bottom line either through gain
-sharing or othermedium would get additional budget to reward their employees monetarily. In addition,
Harrah’s could utilize various organizational currencies such as employee recognition, advancements, and visibility in as motivational factors. As part of the employee focused plan,
Harrah’s should allow employees’ input how to be more customer focused, efficient, costconscious, and effective organization. The upper management should then leverage theseinput to devise long-term strategies to further the organization.
Section II c - Alignment of the HR practices to the comp any’s strategy Since Harrah’s new operating strategy calls for employees’ commitment and participation, lowering turnover and increasing motivation were key factors. Ms. Winn’s instituted a plan that would focus on recruiting most qualified people for a given job, anchor the new hires tostay with the company by allowing them to move to a different role in the event they areunhappy with their current roles, enhanced interaction with HR and functional managers toverify and validate commitment. In addition, a gain-sharing program was introduced to induceemployees to focus on improving customer satisfaction in return for monitory reward.
Employees would receive an incentive payout of up to $200, regardless of Harrah’s operating income, if they were able to satisfy quarterly customer satisfaction target.

Section III a - What did you learn from this case
The Harrah’s case study has taught me that at the heart of any company’s successful strategies, employees are always the key. End of the day, it is the employees who carry out the planscrafted by upper management. Therefore, in order for employees to help corporations to besuccessful in their ventures, organizations need to institute a strong psychological contract withemployees. Without any measurable reciprocity, the psychological contact can be broken. It ismerely not enough to incentivize employees to partake in organizational strategies butadditional organizational currencies needed to be traded such as recognition, careeradvancement, visibility, and importance in exchange for commitment and loyalty. In addition,all corporate strategic plans must have a set target and need to be evaluated and measuredfrom the perspective of employees as well as bottom line. Companies that make decisionwithout blinders and incorporate a check and balance mechanism in their strategies becomesuccessful and gain the largest market share.
Section III b - Use of this information in my current or future job
In order for me to motivate, encourage, and solicit buy-in from my employees on any newinitiatives, I would keep them at the center of my decision making. I would remove blinders onmy decision making by self critiquing the strategy and looking it from multiple perspective. Inaddition, I would develop a feedback loop mechanism whereby employees ultimately carry outthe plan would have input. I would also implement a reward system that would recognizeemployees contribution based on the achieved target.